IT Site Support Engineer

Job Summary

We are seeking an IT Site Support Engineer (IT1) to provide hands-on technical support for end-user computing environments. This role delivers onsite and remote support to corporate and field users, working closely with local and global IT teams to ensure a high-quality end-user experience in a fast-paced enterprise environment.

Role Context

The IT Site Support Engineer supports a hybrid workforce, providing desk-side, walk-up, and remote assistance. The role collaborates with regional and international IT teams, participates in global IT initiatives, and helps continuously improve support processes and procedures.

Key Responsibilities

• Provide onsite and remote end-user support for laptops, desktops, peripherals, mobile devices, and audio-visual (AV) equipment.

• Troubleshoot Windows 11 and macOS operating systems, including performance, stability, and user-experience issues.

• Perform laptop and desktop break-fix activities, including hardware diagnostics, part replacement, and vendor RMA coordination.

• Provision, image, and re-image systems using enterprise tools such as Intune, Autopilot, SCCM, and JAMF.

• Configure systems post-image, including application deployment, security tools, and endpoint protection / antivirus (AV) software.

• Support user accounts, printers, and network connectivity including LAN, Wi-Fi, VPN, and basic network troubleshooting.

• Provide basic support for conference room and AV technologies, including Microsoft Teams Rooms and peripherals.

• Assist with employee onboarding and offboarding, including device setup, data migration, asset handover, and access validation.

• Manage incidents and service requests through ITSM tools, ensuring accurate documentation and SLA adherence.

• Maintain accurate asset inventory records and assist with hardware stock management and lifecycle activities.

• Coordinate with shipping and receiving for device deliveries, returns, and refresh cycles.

• Collaborate with local, regional, and global IT teams to resolve escalated issues and support enterprise initiatives.

Required Skills & Qualifications

• 2+ years of experience in IT Site Support, Desktop Support, or similar end-user computing roles.

• Strong hands-on experience supporting Windows 11 and macOS environments.

• Working knowledge of endpoint management and deployment tools (Intune, Autopilot, SCCM, JAMF).

• Experience with endpoint security, antivirus, and device compliance solutions.

• Knowledge of Active Directory, Entra ID, Group Policy, and basic identity troubleshooting.

• Understanding of enterprise hardware platforms including Dell, Lenovo, and Apple.

• Strong customer service mindset with excellent verbal and written communication skills.

• Ability to manage multiple tasks concurrently, prioritize effectively, and work independently.

• Self-motivated learner with a proactive and adaptable approach to problem solving.

Educational Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience.

• Relevant certifications (Microsoft, ITIL, endpoint or OEM certifications) are preferred but not required.